Service Desk Analyst

Overview

The Service Desk Analyst is the primary point of contact for end users seeking technical assistance, responsible for logging, troubleshooting, resolving, and escalating IT incidents and service requests while meeting SLAs.

What you'll do

• Act as the primary point of contact for IT-related incidents and service requests through phone, email, chat, and ticketing systems.
• Log, categorize, prioritize, and assign tickets accurately in the IT Service Management (ITSM) tool.
• Provide first-level technical support for hardware, software, network, and application-related issues.
• Troubleshoot and resolve common IT issues, including password resets, account unlocks, and access provisioning through Okta.
• Provide Microsoft 365 support.
• Provide Google Workspace administration and support.
• Resolve VPN connectivity issues.
• Provide printer and peripheral device support.
• Provide desktop and laptop troubleshooting.
• Provide email and collaboration tool support, including Slack and Zoom.
• Escalate unresolved incidents to appropriate support teams following established procedures.
• Monitor and manage ticket queues to ensure SLA compliance.
• Maintain accurate documentation of incidents, resolutions, and knowledge articles.
• Communicate effectively with end users regarding ticket status, progress, and resolution updates.
• Participate in shift handovers and team meetings to ensure continuity of support.
• Monitor and achieve key service desk performance metrics, including First Contact Resolution (FCR), SLA compliance, Customer Satisfaction (CSAT), Average Resolution Time (ART), ticket backlog management, and knowledge article contributions.
• Contribute to continuous service improvement initiatives and knowledge management activities.

What you'll need

• Bachelor's degree or diploma in Information Technology, Computer Science, or a related field.
• 1–2 years of experience in an IT Service Desk, Help Desk, or Technical Support role.
• Knowledge of ITSM tools such as ServiceNow, Jira, or similar ticketing systems.
• Excellent verbal and written communication skills.
• Customer-focused approach with strong interpersonal skills.

Details

• Work arrangement: Onsite – Work from Office (5 days).
• Shift pattern: 24/5 rotational shifts, including U.S. business hours.